Customer Care

We're committed to great customer service and want to get things right first time. Whether you're not happy with the service you've received or delighted - we'd love to hear from you. If things do go wrong we want to know, so tell us what has happened and we'll do our best to put it right.


Tell us how we've done

We're committed to providing great customer service. As part of this our customer service principles are:

  • We always listen to our customers
  • We take time to understand what you tell us and then act
  • We explain things in a straight forward way
  • We aim to resolve issues first time, every time



Please write to us at:

Creation Customer Care,
Chadwick House,
Blenheim Court,
B91 2AA

Please remember to quote your account number on all correspondence

Our commitment to you

Whilst our complaints volume is small, every piece of feedback counts. If you tell us what has happened, we will take the opportunity to put things right.

All complaints will be dealt fairly and impartially and all information that you give us will be treated confidentially. Once we receive the complaint we will log and acknowledge it within 5 working days. A copy of our complaints procedure will also be sent detailing our timescales and how we handle complaints.

If for some reason we haven’t been able to resolve your complaint within eight weeks of receipt, or if you are not satisfied with our final response, you can contact the Financial Ombudsman Service:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567   FOS website:

Alternatively you may find it helpful to make use of the Finance & Leasing Association conciliation scheme to resolve your complaint. We are an FLA member and subscribe to their Lending Code

To view our customer care report click here